Sat.Jun 13, 2020 - Fri.Jun 19, 2020

5 Ways to Build Customer Trust in 2020


Strong branding is a necessary attribute in order to optimize your company’s sales and resonate with your audience. But, building customer trust is one of the most crucial components of branding that you need to focus on in 2020.

The Myth of the Customer-Focused CX Leader

Heart of the Customer

Back in February (which feels like a century ago!), our analyst Diane and I were at the offices of Legrand AV, interviewing VP of Customer Experience Laurie Englert and her team. During a break, I turned to Diane and said, “There’s something here.


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Tales of Not Putting the Customer First

Russel Lolacher

Is your organization really putting the customer first? If you talk to any organization, they will always tell you that the customer is their first priority. It’s who they serve. It’s why they get up in the morning. It’s their reason for being in business.

The K.E.E.P Model: How CS Delivers Business Value and Successful Outcomes


Vincent Manlapaz, in an interview with Jamey Jeff talks about why keeping customers engaged and involved while designing successful business outcomes is so important. Customer Success Customer Advocacy Customer Engagement Customer Experience Customers Onboarding saas

Going to Market Smarter in the New Economy

The fight to find new customers and retain existing ones is the biggest business challenge for many companies. Technology will continue to play a part in fostering buyer allegiance and building brands in the “new normal.” In 2021, as companies continue to move more functions online, employees will take a more virtual -- and flexible -- mindset and lifestyle in parallel to the digitization of businesses. To succeed, you must change the way you conceive and build new products as a digital business. Download the report today to discover more!

5 Customer Experience Trends That Won’t Change (And Will Likely Accelerate…)


In a post-COVID world, the future is full of obvious challenges and less obvious opportunities. In this fast-changing environment, most business executives recognize the need to better connect with, serve and support their customers while streamlining operations and managing risk.

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How to Reduce Customer Effort Before it Can Build Up

Experience Investigators by 360Connext

How can organizations help customers avoid the effort in the first place? There are 5 core methods to effectively reduce customer effort: Dive into root cause analysis. Solicit open-ended feedback. Put the customer at the center of your efforts. Look beyond the touchpoint.

Changes in Consumer Habits | A Closer Look at the Restaurant Industry


In this report, we look at the implications that COVID-19 has had on consumer habits as they pertain to the consumption of take-out and dine-in food and beverages, as well as how the restaurant industry will need to adapt in order to meet new health and safety guidelines

How Machines Impact Experience Design


Designing a customer experience that seamlessly incorporates the machines from our daily lives. Articles

Five XM Practices For Accelerating Your Digital Transformation

Experience Matters

Note from Bruce Temkin: This post is one of many written by thought leaders besides me. I’m excited to introduce you all to Juliana Smith Holterhaus, a leader in digital experience for Qualtrics. As companies across industries face unique challenges from the pandemic, there’s a common theme in their response: embrace digital. In this rapidly changing environment, just about every organization and industry has needed to ramp up its digital capabilities.

The Forrester Wave™: B2B Marketing Data Providers, Q2 2021

In our 24-criterion evaluation of B2B marketing data providers, we identified the 11 most significant vendors — Data Axle, Dun & Bradstreet, Enlyft, Global Database, InsideView, Leadspace, Oracle, SMARTe, Spiceworks Ziff Davis, TechTarget, and ZoomInfo Technologies — and researched, analyzed, and scored them. This report shows how each provider measures up and helps B2B marketing professionals select the right one for their needs.

This is the Time to Weave Humanity Into How Companies Operate and Earn Greater Growth

Customer Bliss

We have seen leaders around the world engage personally in the lives of their customers and employees. They have shed the corporate veneer and packaging to listen—really listen to understand people’s worries, concerns and shifting needs.

Don’t Make Assumptions – Tip #3

Steve DiGioia

How many times did something “fall through the cracks” because you thought another co-worker was going to handle it? I’ve always told my team, don’t make assumptions.

Tips 156

In Pre-pandemic Crises, Contact Centers Have Long Relied on CXone

NICE inContact

Disaster planning and recovery, business continuity, working remotely and now, working from home.

The Top 50 Customer Service Experts of the Decade (2010–2020)


Mike has been recognized as one of top Customer Service Experts of the Decade! Mike Wittenstein | Founder and Managing Partner, STORYMINERS. LinkedIn | Twitter. Mike Wittenstein is the founder of one of the world’s first strategic storytelling and experience design consultancies.

4 AI Hacks to Make Sales Teams More Efficient

Over the last two years, there’s been a 76 percent increase in AI adoption across sales organizations. For sales teams, AI opens up a world of new possibilities, including automating outreach, identifying best-fit buyers, and keeping CRMs flush with fresh data. Read on to learn the four AI hacks sales teams need to improve their performance. Download the eBook today!

Why Humans Need Chatbots – and Chatbots Need Humans


Chatbots have come a long way in the past few years. The improvements in technology have enabled developers to expand on bot capabilities far beyond just functioning as a FAQ. Today, the automation of chatbots can process orders, perform financial transactions, make bookings, and much more.

ROI 151

You May Not Know It, But You’re in the Subscription Business


I have an idea about renewals. Most people think that a renewal applies to some type of subscription. You renew your subscription to a magazine, a maintenance contract or a software program. But what if renewal had a broader meaning?

Computer Vision in Field Service: Empowering and Enabling Technicians


Even before COVID-19 disrupted the world, the field service industry had been undergoing a transformation. Seasoned Baby Boomer field service technicians are rapidly approaching retirement, causing a generational gap.

Top 21 eCommerce Influencers You Should be Following in 2020


Mike Wittenstein has been recognized as a top eCommerce influencer! Congratulations Mike! Mike Wittenstein ( @mikewittenstein ). Mike Wittenstein is a customer interface designer and consultant with a good knowledge of the emerging developments in eCommerce.

How to Overcome the Pain Points of Your CRM

CRM software is a powerful tool when used correctly, yet another obstacle to a sales team’s efficiency when it’s not. Leveraging research and commentary from industry analysts, this eBook explores how your sales team can get back valuable time by overcoming some pain points with your CRM, such as low adoption rates, integrations, and data quality.

Why Agents Need Chatbots – and Chatbots Need Agents


Chatbots have come a long way in the past few years. The improvements in technology have enabled developers to expand on bot capabilities far beyond just functioning as a FAQ. Today, the automation of chatbots can process orders, perform financial transactions, make bookings, and much more.

ROI 130

Deep Leadership: Act Boldly to Protect Customers, Employees and Partners


Customer Experience Leadership Act boldly to protect customers and employees customer driven customer obsessed. The post Deep Leadership: Act Boldly to Protect Customers, Employees and Partners appeared first on Eglobalis.

The World Needs Human-first CEOs, Not War-time CEOs


One of my favorite business books of all time is The Hard Thing About Hard Things. It’s a compendium of stories from current venture capitalist and former CEO Ben Horowitz about his time running companies.

Don’t Fear Fear


In 1980, I was an American exchange student in Moscow during the Cold War. It was brutally cold one short school day in February, so I borrowed ski bibs from a Dutch student to stay warm as I set out to explore more of Moscow–on my own.

4 Data-Driven Steps To Drive Successful B2B Demand Generation

Fact: Good data lives at the core of every successful B2B demand generation strategy. Without quality data, it’s nearly impossible to identify and segment your target audience and create messaging that speaks to their values and interests. Whether you’re stepping into a new position or you’re new to demand generation, learning the tricks of the trade can be, well, tricky. In this eBook, you’ll discover how to improve your demand generation program—and your bottom line.

Turn the Value of Your Real Money Gaming Players Up


Whether it be poker, lottery, bingo, casino, or arcade games – treating each player type differently based on their deposit and activity behavior is crucial to the success of your gaming operation. That’s Gaming CRM 101.

9 Ways to Improve Employee Loyalty and Engagement


All team managers will agree: Keeping your qualified, talented, and dedicated employees engaged and loyal is one of the most crucial parts of the job. Case in point, 87% of human resource managers say improving employee retention is a top priority for both long and short-term.

Engage your contact center agents: Coaching as the road to success


In our previous post , we covered several strategies to improve your contact center’s onboarding processes and set your agents up for success. Our conclusion?

What You Should Always and Never Do in Remote Meetings: Part 2

The DiJulius Group

1. Feature Article What You Should Always and Never Do in Remote Meetings: Part 2 By John DiJulius, Chief Revolution Officer Last week we introduced you to the importance of training all your employees how to execute video meetings flawlessly with Part 1 of What You Should Always and Never Do in Remote Meetings. Read Full Article.

Top 5 Reasons to Move to the Cloud

Hybrid or 100% cloud? The choice is yours. With comprehensive security, unmatched scalability, cost certainty, and guaranteed reliability, a cloud-based contact center solution will serve your customers 24/7 without the operational headaches and cost issues of an on-premise solution. Download Enghouse's eBook today and learn the top reasons you should move to the cloud!